Director of Customer Experience & Loyalty

Applied Labs; Atlanta (GA); On-site; USD 170,000 - 230,000; Full time

Benefits offered by this job

401(k) plan

Health and dental coverage

Short-term disability

Paid time off

Paid holidays

Flexible spending accounts

Job summary

KEH is hiring a Director of Customer Experience based in Atlanta, GA to lead and elevate the end-to-end customer journey across online, store and operations. This role reports to the CEO and partners with Customer Operations, Retail, Product, Tech and Marketing to drive trust, retention and lifetime value.

You will build Project Impact, align priorities, and translate customer insight into lasting improvements while steering policies and prioritizing initiatives with clear owners and deadlines.

Qualifications

• 8+ years in customer experience, operations or related roles; leadership track record.
• Proven ability to deliver improvements in retention, satisfaction or service outcomes.
• Experience influencing across operations, technology, product and marketing.
• Hands-on experience in frontline service quality, coaching and escalation handling.
• Strong analytical judgment, combining feedback with data to drive value.

Responsibilities

• Own the customer experience agenda across website, contact center, retail and operations.
• Lead Project Impact to prioritize and fix high-impact customer issues.
• Drive service quality and recovery with standardized standards across teams.
• Define and implement customer experience requirements for Zendesk and related tools.
• Report results to CEO and leadership and translate insights into actions.

Skills

Leadership

Customer retention

Process improvement

Analytics

Cross-functional collaboration

Tools

Zendesk

AI tools

Job description

KEH is hiring a Director of Customer Experience based in Atlanta, GA to lead and elevate the end-to-end customer journey across online, store and operations. This role reports to the CEO and partners with Customer Operations, Retail, Product, Tech and Marketing to drive trust, retention and lifetime value.

You will build Project Impact, align priorities, and translate customer insight into lasting improvements while steering policies and prioritizing initiatives with clear owners and deadlines.